Supervisor, Training & Quality

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations

Role and Key Responsibilities:

• Drive continuous improvement for Transaction Quality and Delivery
• Manage claim Quality & Client related KPIs
• Evaluate effectiveness of TQ interventions
• Strengthen Quality management processes / framework to improve quality delivery
• Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet client's expectations
• Generate and implement out of the box ideas and Process improvement initiatives in the account
• Drive Process control & Compliance in addition to managing the audit requirements
• Ensure that huddle, feedback and refresher processes are in place and are followed efficiently
• Support the Quality and Compliance teams to perform COPC, FMEA, and other audits and follow ups based on observations/misses highlighted
• Interpret and analyze large volumes of data at a LOB or site level

Key skills and knowledge:

• Good Quality domain knowledge & Tool management
• Excellent communication skills in English (oral and written) with excellent comprehension ability
• Flexible to work in 24X7 environment (night shifts and weekends basis scope)
• Detail oriented, Strong organizational skills and excellent presentation skills
• People Management skills and great ability to deal with all levels of employees - High level of maturity to handle people including but not limited to client and leadership
• Ability to drive initiatives to closure
• Ability to provide leadership, direction and motivation to build high performing teams
• Analytical / Quantitative skills
• Good working knowledge of Transaction Quality systems, tools and technologies Should be able to demonstrate that and train the existing QA resources
• Should have a clear understanding of Transition, which is spread between the Handover, Start-up, Manage and Exit phases to be able to manage Transaction Quality functions effectively
• Process oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet timelines and work under pressure
• Graduates only

Educational Qualification

Disclaimer

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'